[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Pansophic Learning is an education company dedicated to providing exceptional learning solutions for students and educators. The Technical Support Engineer will provide remote guidance to resolve technical issues, manage ticket queues, and ensure compliance with service level agreements while delivering outstanding customer service.ResponsibilitiesProvide customers with remote guidance and expertise to resolve technical problemsAct as second tier end user contact and resolutionResolve customer reported issues using Pansophic provided access, tools, and technologyAccurately documents user information, triage steps and resolutions or escalation notesManages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service RequestsFollows knowledge base articles as a standard for resolving end user reported issuesWorks to identify missing or erroneous documentation for processes or knowledgeWorks with internal and external teams to ensure solutions provided are accurateAssist customers with account setup and application installationsProvides escalations as necessaryCreate and maintain required documentationAbility to multitask on several initiatives simultaneously to meet business needsEnsure concise and clear written and verbal communicationAdhere to establish standardsDeliver outstanding human centric customer service through all support and operational effortsPerform other duties as assignedSkillsMust have strong knowledge of service desk operations, standard processes, and technologiesExperience with Microsoft Active Directory or Google Workspace basic administrationIn-depth knowledge of Windows Desktop OS and Chrome OSMust be a team player and be flexible for occasional shift changes or modificationsAbility to quickly assess and troubleshoot customer issuesAbility to work remotely in a fast paced, high stress environmentBachelor's degree or equivalent experienceHighly organized, able to multi-task, with a high attention to detail and ability to prioritizePatient and active listenerAbility to pass federal and state criminal background checks (FBI/BCI)Confident, high-energy, self-motivated and a true team playerAccountability and personal organization are essentialExperience in customer facing roles is requiredEffective communication skills using phone, video calls, chat, and ticket updatesStrong customer focus with empathetic approachGood interpersonal skills handling customer escalationsBenefitsMedical insuranceDental insuranceVision insurance401(k) retirement planLife insuranceLong-term disability insuranceShort-term disability insurance10 paid holidays annuallyPaid Time Off to cover sick, vacation, and personal absences.4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels.Company OverviewA for-profit charter management organization with schools in the United States, Switzerland, and the United Kingdom. It was founded in 2014, and is headquartered in Mclean, Virginia, USA, with a workforce of 201-500 employees. Its website is https://pansophiclearning.com/.



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